Time to Clean Up Our Tech Jargon …

In the new digital age, companies must invest in bleeding edge technologies and innovate through the use of big data in cloud based ecosystems if they want to cause digital disruption and proliferation in the market place.” – Someone seemingly smart

I get it. We’re goldfish! The modern consumer within has the same attention span as “Goldie”, your adorable first pet. What do we want, oh not much, but here are just a few things on the wish list;

  • Instant gratification
  • Personalized communication
  • Speed and quality customer service that is 24/7

The verbiage on your press release, email, brochure, website or tweet has a very limited window of time to grab our attention and impress before we are lost in the ether of the internet. But at some point, the industry whipped itself into a linguistic frenzy and adopted some buzzwords that we should probably reconsider.

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The Starbucks Experience: Customer Service Success in a New Digital Age


The first hour and a half of my day advances like clockwork. After the initial snooze battle with my alarm clock, I concede defeat and get ready to head to work. I join the busy queue of coffee enthusiasts looking to inject life into their day with that first cup of coffee. Standing at the back of the queue, I make eye contact with the barista. She smiles and gives me that knowing look. I smile and nod back to confirm my order. I get to the front of the line and exchange the morning pleasantries while I swipe my phone across the scanner to make my digital payment. The barista continues our running joke from last month and asks who I want to be today. I say I feel like Aquaman today. We laugh as she begins to scribble on my cup.


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Facebook Emotion Expirement


If Facebook were a country, it would be the third largest in the world with a population of over 1 billion. I would imagine it to secretly spy on its citizens, reading their personal communication and conducting secret experimental tests. The government would change laws and regulations frequently without notice or hesitation.

A few weeks ago, a number of my fellow U of T Digital Strategy colleagues sparked a debate about the ethicalness of a recent Facebook study. Continue reading